Continuous Monitoring Analyst at Leidos, an industry leader in digital and mission innovations. Adapting strategies to outpace competitors while ensuring mission success.
AO
Hybrid Resource Planning Analyst
Posted last month
About the role
- Resource Planning Analyst in Motorway, the UK’s leading used car marketplace. Supporting workforce planning and resource allocation to enhance productivity and service delivery.
Responsibilities
- Develop accurate demand forecasts and capacity plans across all channels (Voice, Live Chat, Email, and Tickets).
- Create, adjust, and distribute daily and weekly agent schedules, utilizing WFM principles to optimise resource allocation and utilization.
- Actively track and monitor the real time performance of KPIs and adherence to plans.
- Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.
- Provide deep analysis and data driven insights into operational performance (i.e. utilisation, occupancy, productivity).
- Proactively update and engage with operational stakeholders on current and future performance outlooks, translating complex WFM data into actionable business language.
- Maintain, build, and enhance operational reports to support data driven decision making.
Requirements
- Demonstrated success and hands on experience in end to end workforce planning and real time monitoring.
- Strong working knowledge of WFM systems (e.g. Calabrio, Genesys, NICE or similar) and contact center omnichannel platforms.
- Exceptional skill in using analytical tools (such as Google Sheets/Excel) to manipulate large data sets and translate complex data for stakeholders.
- Excellent ability to manage multiple, conflicting priorities effectively, particularly urgent real time needs.
- A proactive, self motivated approach to identifying operational gaps and implementing solutions independently.
- Experience working in a fast paced omnichannel contact centre environment.
Benefits
- Great work-life balance with standard shifts from 8:45am to 5:30pm
- Sea fronted office location with regular social events, office drinks, weekly massages and free snacks to keep you going
- Flexibility to work from home 1 day per week
- Stock options so you can share in Motorway’s growth and future success
- Pension scheme to plan for your future with our provider NEST
- Strong commitment to your personal development
- Opt-in comprehensive health insurance through BUPA including fitness discounts
- Cycle to work scheme
- Generous parental benefits including 6 months full paid maternity leave, 4 weeks paternity leave
- ... and much more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Senior MI Analyst ensuring accurate and trusted Management Information for Operations at Hiscox UK. Collaborating with MI and Data Engineering teams to enhance reporting standards and quality.
Analyst position in Revenue Management Strategy at Greystar managing real estate services and supporting revenue optimization. Collaborate with team members and property managers for effective service delivery.
Junior Cashback Analyst managing cashback - related processes for Samsung customers across Europe. Collaborating with stakeholders and ensuring timely completion of project deliverables.
Organizational Analyst focused on ensuring structural efficiency and governance at Volkswagen Caminhões e Ônibus. Engaging in job evaluation and organizational planning for sustainable transportation solutions.
Senior Analyst at Waystar focusing on financial analysis and forecasting processes. Collaborating with cross - functional leaders to enhance planning accuracy and efficiency.
Service Desk Analyst resolving user issues and providing technical support at Severn Trent. Engaging with Service Assurance and managing high priority incidents for effective service restoration.
Analysta de Controles Internos responsible for audits and risk management at Tecban, simplifying financial processes for clients across Brazil.
Analista de Relacionamento com Cliente na Construtora Tenda melhorando a experiência do cliente. Interagindo com diversas áreas e gerenciando reclamações.
Analyst at PulteGroup handling moderately complex applications, providing technical support, and leading IT projects. Engaging in team initiatives while ensuring defect management and testing.